Returns and Exchanges

If you wish to return or exchange an item purchased from www.marshmallow.pt or another of our online sales platforms, you have a period of 15 days from the date your order was shipped. Items must be returned with all original tags and be in perfect condition.

Return Conditions
 
1. Return of defective products

The customer has the right to a refund if the products supplied are found to have defects or other non-conformities with the ordered items. Returns can be made within 15 days after notification of the defect, and the product must retain its identification tag. The seller will analyze the returned product and inform the user of their right to a refund or exchange (if applicable). As a rule, the seller will process the refund within 10 business days from the date of email confirmation of the right to a refund. 

If the defect or non-conformity is confirmed as a valid reason for the return, the full amount paid will be refunded. 

The refund of the amount paid will always be made using the same payment method used for the purchase. 
These provisions do not affect your statutory rights.

2. Return due to withdrawal

If the customer is not satisfied with the products supplied, they may return them within 15 calendar days after receipt. As a rule, the seller will process the refund or exchange within 5 business days from the date of email confirmation of the right to a refund. The right to return only applies if the products:

Have not been washed or used (unless the product states otherwise). The customer has the right to try on clothes and shoes to test the size and fit, but cannot wear them; Maintain their original characteristics and the packaging is not damaged (carefully opened packaging will not be considered damaged);Are complete (e.g., both items of a pair must be returned); Have not been tampered with and retain their identification tag.

3. Return of gifts

The return of a gifted product must be made by the person who gifted/purchased it. In this case, to proceed with the return, you must contact the person who purchased it, so that they can proceed with its return, in accordance with the return conditions, due to defect or non-conformity, or due to withdrawal. 

If the defect or non-conformity is confirmed as a valid reason for the return, the full amount paid will be refunded. 

The refund of the amount paid will always be made using the same payment method used for the purchase.

4. Exchange for size or other items

To exchange an item for another or to exchange an item's size, please follow the steps below.

An item can only be exchanged for another of equal or greater value. In case of exchanging an item for a different one, any campaign/promotion received in the original purchase will not be maintained in the exchange, unless otherwise indicated in the respective promotional campaign. Thus, the campaign/promotion will only be maintained in case of a size or color exchange of the item.

Your products can only be exchanged once. If you are not satisfied after the exchange order, you can only return your order. 

Registered customer

Step 1: Send an email or contact via WhatsApp.
Send an email to marshmallowstore.geral@gmail.com or contact us via WhatsApp (961372521).

Step 2: Place the item in the box/bag.
You can use the original packaging in which you received the order or another cardboard box/bag, as long as it is not damaged. 
If you use the original packaging, empty it and place only the item you wish to return. 
Close the packaging and seal it with tape. 
If the box has any labels, stickers, or other materials from previous shipments, remove them. 
 
Step 3: Item shipping
Send the order via registered mail with the respective order number (example: #FM1000) and receipt to the following address:
Av. Dom Afonso Henriques 179 
LOJA 2, 3500-606 Viseu

Step 4: Exchange/Refund
After receiving and analyzing the product, the seller will inform the customer.
You can make a direct exchange, create a Credit Note (valid for 2 months), or receive a Refund.

Unregistered customer

If you placed your order as an unregistered customer, you can initiate the return procedure by sending an email to marshmallowstore.geral@gmail.com or contacting via WhatsApp (961372521). 

Note: If you have several items to return from the same order, you will have to place them for return or exchange at the same time. After requesting a return for one item from an order, our website will not allow you to make another exchange or return.